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Redwood Software | Support Engineer

2 weeks ago


bangalore, India Redwood Software Full time

Important: We have been made aware that individuals are posing as Redwood recruiters in an attempt to deceive candidates into sharing personal information. Redwood employees will only contact you from an “@redwood.com” email domain. If you have questions or suspect an email is fraudulent, please contact us at recruitment@redwood.com.


OUR MISSION


At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.


Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control.


CORE VALUES


One Team. One Redwood

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other


YOUR IMPACT


We are looking for highly motivated individuals to join our Technical Support department and be part of an energetic team that assists our customers in a timely, accurate, and friendly manner with their questions about our products.


As many of our customers are administrators, administrator level knowledge of Windows OS (UNIX knowledge is a plus) is required for the Technical Support Engineer position. The successful candidate will also have excellent interpersonal communications skills, be even tempered and project a positive, customer-focused attitude.


  • Manage customer cases in a timely and transparent fashion
  • Document customer interactions (Zendesk)
  • Assist with managing customer relationships
  • Follow the technical support processes
  • Adhere to Service Level Agreements
  • Assist other team members with troubleshooting
  • Escalate issues to Level 3 Support engineers following the established guidelines
  • Participate in Technical Support Meetings
  • Lead internal projects to improve the team performance


YOUR EXPERIENCE


  • Experience in a customer or application support role, with a technology or computer science-related degree; work experience as a system administrator is a plus
  • Excellent analytical skills and ability to take complex problems piece by piece until the root cause is found
  • Project effective written and interpersonal communications skills, be even-tempered, show a positive and caring attitude towards customer
  • Huge sense of accountability to own the cases & tasks until a solution is reached
  • Familiarity with a range of enterprise software solutions, including Windows and SQL, and be comfortable in conversations with IT professionals and technical customers
  • Ability to communicate confidently with customers using perfect written and spoken English technically deep conversations
  • Experience troubleshooting and solving complex technical problems
  • Customer advocacy, empathy, and keen attention to detail
  • Goal Orientation/Task Dependability
  • Advanced knowledge of Windows/Unix, Database engines (SQL/Oracle) and networking
  • Services Knowledge, Case Management, Knowledge Base Authoring
  • Autonomy, ownership, integrity and assertiveness
  • Attention to detail, reliability, leadership, team chemistry
  • Work ethic, positive attitude and follow through


This is an excellent opportunity to find and grow within your chosen IT career path. As your skill sets and experience grow so will your opportunities within the team (Level 3 Support Engineer - Guru) and within the company, as you work closely with Development & Engineering and Customer Success.


*Please note, this is a contractor role through our Agency of Record